Customer Service Supervisor

Schweitzer Engineering Laboratories (SEL)•Pullman, WA

4d•$76,100 - $85,000•Onsite

About The Position

SEL invents, designs, and builds digital products and systems that protect power grids around the world. This technology prevents blackouts and enables customers to improve power system reliability and safety at a reduced cost. A 100 percent employee-owned company headquartered in Pullman, Washington, SEL has manufactured products in the United States since 1984 and now serves customers worldwide. Our mission is simple: to make electric power safer, more reliable, and more economical.

Requirements

Minimum 5 years customer service experience
Associate's degree or related business experience
Proven effective leadership and/or mentoring skills
Strong organizational and planning skills
Proven subject matter expert in customer service processes and responsibilities
Proven ability to learn concepts and technical details of products
Excellent writing, proofreading, documentation, and communication skills
Ability to learn new skills and assume new responsibilities
Ability to work cooperatively in a team environment
Background check results satisfactory to SEL
Negative drug test result(s)
Ability to write and speak English coherently

Nice To Haves

ERP or CRM tools experience
Experience in technical sales environment
Bilingual

Responsibilities

Provide world-class customer care to both internal and external customers.
Manage, lead, and grow staff by providing guidance and training to team members including long-term mentoring and development plans.
Engage in regional customer support activities including accurate entry of orders, quotes and RMA's, creation and maintenance of special specifications, and communication to customers and reps on deliverables on an independent basis.
Monitor KPI's for customer service team, and guide team to exceed goals.
Provide leadership, guidance, and mentoring to customer service staff and others in S&CS, including, upon certification, training in the complete set of courses in the CSR certification tract.
Use independent analysis, judgment skills, prior experience, and thorough knowledge of company policies and procedures to resolve non-standard and in-region problems.
Assist the management team with opportunity tracking, developing reports, and owning and monitoring regional customer feedbacks, assistance in resolving, and tracking for timely resolution.
Model, teach, and apply SEL Values, Principles of Operation, and World-Class Manufacturing principles.
Understand. Create. Simplify.
Other duties as assigned (may include office administration and other support duties dependent on region/department).
Measure, follow, and improve area processes.
Other duties as assigned.